This SLA defines the uptime commitment PodPapa makes to all paid customers, what happens when we fall short, and how we communicate during incidents.
Effective date: June 1, 2025
1 Who this SLA applies to
This SLA applies to all paid PodPapa customers on any active subscription plan. It covers the following products:
Product
SLA
Status
Monitor (Uptime Kuma)
99.9% monthly uptime
● Live
n8Automate (n8n)
99.9% monthly uptime
● Live
Analytics (Matomo)
99.9% monthly uptime
Coming soon
Free plan users are not covered by this SLA but will benefit from the same infrastructure and receive incident communications.
Our commitment: 99.9% monthly uptime per product, backed by real credits if we miss it. No manual claims process — contact us by email and we'll process your credit within 5 business days.
Uptime Commitment
Our uptime commitment
We back every paid PodPapa plan with a 99.9% monthly uptime guarantee — per product.
99.9%
Monthly uptime guaranteed — per product
43m
Max downtime / mo
8.7h
Max downtime / year
24/7
Monitoring active
1 How uptime is measured
Uptime is calculated as a percentage of total minutes in a calendar month during which the service is available and responding normally. We measure availability from our own monitoring infrastructure using 1-minute check intervals.
A service is considered "down" when it fails to respond to health checks from two or more independent monitoring locations for 3 or more consecutive minutes. Brief transient failures under 3 minutes do not count as downtime.
2 Per-product measurement
Each PodPapa product (Monitor, n8Automate, Analytics) is measured independently. An incident affecting one product does not affect the SLA calculation for others. If Monitor is down but n8Automate is up, only Monitor's SLA is impacted.
3 Where to check current status
Real-time uptime status for all PodPapa products is published at status.podpapa.com. You can subscribe to receive incident notifications by email or webhook as soon as an issue is detected.
SLA Credits
SLA credits
If we miss our uptime commitment in any calendar month, you are entitled to a credit against your next invoice — automatically, no arguments.
1 Credit tiers
Monthly uptime achieved
Credit
99.0% – 99.9%
10% of that month's subscription fee
95.0% – 99.0%
25% of that month's subscription fee
Below 95.0%
50% of that month's subscription fee
Credits are calculated per product and per billing period. If two products both miss the SLA in the same month, you receive separate credits for each.
2 How to claim
Email us at hello@podpapa.com with the subject line "SLA Credit Request" within 30 days of the end of the affected month. Include your account email and the product affected. We'll verify against our uptime logs and apply the credit within 5 business days.
3 Credit terms
Credits are applied to your next invoice — they are not redeemable as cash
Credits cannot exceed 50% of your monthly subscription fee for a single incident
Credits do not carry over past 90 days if unused
Your account must be in good standing (no overdue payments) to receive credits
SLA credits are separate from and in addition to any rights you have under our Terms & Conditions. They represent our minimum commitment, not a cap on your remedies.
Maintenance Windows
Maintenance windows
Planned maintenance is excluded from SLA calculations, but we give as much notice as possible and try to schedule it at the lowest-traffic times.
1 Planned maintenance
Scheduled maintenance windows — such as major version upgrades or infrastructure migrations — are announced at least 48 hours in advance via:
Email notification to all affected customers
A scheduled maintenance notice on status.podpapa.com
In-app banner where applicable
We aim to schedule maintenance between 02:00–06:00 UTC on weekdays to minimize impact. Maintenance windows are typically under 30 minutes.
2 Emergency maintenance
Occasionally, critical security patches or urgent infrastructure issues require immediate action without advance notice. In these cases we will:
Post an update on status.podpapa.com as soon as the window begins
Send an email notification within 1 hour of the start
Publish a post-incident summary within 24 hours of resolution
Emergency maintenance windows are excluded from SLA calculations only if they are caused by security vulnerabilities requiring immediate patching. All other unplanned downtime counts toward the SLA.
3 Routine operations
Day-to-day operations — including security patch application, backup execution, and performance optimization — are performed without service interruption and do not require maintenance windows.
Incident Response
Incident response
When something breaks, we communicate immediately and resolve it as fast as possible. Here's our process.
1 Response time targets
Severity
Definition
Response target
Resolution target
Critical (P1)
Complete service outage — product inaccessible
15 minutes
2 hours
Major (P2)
Significant degradation — core features impaired
30 minutes
4 hours
Minor (P3)
Partial issue — non-critical features affected
2 hours
24 hours
Response time is measured from when PodPapa detects or is notified of the issue. Resolution time is a target, not a guarantee — complex infrastructure issues may take longer.
2 Communication during incidents
For all P1 and P2 incidents, we post live updates on status.podpapa.com every 30 minutes until the issue is resolved. Customers subscribed to status notifications receive each update automatically.
Within 24 hours of resolution, we publish a post-incident summary that includes what happened, the root cause, what we fixed, and what we've done to prevent recurrence.
3 Reporting an incident
If you experience an issue that is not yet reflected on our status page, report it immediately to hello@podpapa.com with the subject line "Incident Report". Include your account email, the affected product, and a description of what you're experiencing. We will respond within 15 minutes during business hours and within 1 hour at all other times.
Exclusions
SLA exclusions
The following situations are excluded from uptime calculations and do not qualify for SLA credits. We keep this list as short as possible.
1 What doesn't count as downtime
Scheduled maintenance — notified at least 48 hours in advance via email and status page
Emergency security patching — critical patches applied to address active exploits or zero-day vulnerabilities
Issues caused by your actions — misconfiguration, API abuse, or exceeding plan resource limits
Third-party service failures — outages at DNS providers, CDN providers, or payment processors that are outside PodPapa's control
Force majeure — natural disasters, widespread internet outages, government actions, or other events beyond reasonable control
Transient failures under 3 minutes — brief interruptions that resolve before the monitoring threshold is reached
Free plan — accounts on free tiers are not covered by this SLA
2 Good faith interpretation
We interpret exclusions narrowly and in good faith. If an outage is caused by our infrastructure — even partially — we will count it toward the SLA. We don't use exclusions as a way to avoid accountability for service failures that are within our control.
Contact
SLA questions & credit requests
For credit requests, incident reports, or questions about this SLA, reach out directly. We respond quickly.
1 Contact us
Email us at hello@podpapa.com
Use subject "SLA Credit Request" for credits, or "Incident Report" for active issues. We respond within 15 minutes for critical incidents.